Incident Categorization is a CRM feature that classifies customer issues, complaints, or service requests into specific categories for faster resolution. Using AI and automation, CRM platforms assign priority levels, route tickets to the appropriate teams, and provide agents with historical data for context-based troubleshooting. Categorizing incidents helps businesses improve response times, track common service problems, and refine customer support workflows. Advanced CRM systems leverage sentiment analysis to assess urgency and sentiment, ensuring that critical issues receive immediate attention. By streamlining incident categorization, companies enhance service quality, reduce resolution times, and improve customer satisfaction.